Job description
Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Consultant Specialist.
In this role, you will:
• Have a minimum of 5 years’ experience working within Telecommunications on Genesys Contact Center Technologies both on prem and Cloud
• Develop, implement and manage the technology infrastructure which are critical to the day-to-day operations of Contact Centre Infrastructure for EMEA
• Provide support using best in class technologies for developing new and enhancing existing business products/services with the ability to troubleshoot issues through to resolution
• A critical thinker who understands the nature of problems and can take corrective steps to minimise the business impact
• Be able to work under pressure for ensuring 99.99% uptime and SLA adherence for incidences and SNOW requests & also ensure projects undertaken are delivered within expected timelines.
• Be able to understand the technical design requirements in the Voice and Contact Centre field and demonstrate an understanding of the same
• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods and Bank tools (e.g., JIRA) to do this
• Be familiar with utilising automation solutions and can identify Improvements when implementing releases
• Be able to innovate and work with others to reduce manual effort when undertaking repeated tasks
• Have experience of working in the financial industry
Requirements
To be successful in this role, you should meet the following requirements:
• Understanding of the end-to-end architecture of a Contact Centre solution
• Excellent troubleshooting L2/L3 detailed (log level) experience
• Implementation (Installation and Configuration experience) in Production
• Unix / Windows & Network basic knowledge
• Knowledge of the Dialler Outbound solution
• Understanding of WFM (Work Force Management)
• Possess excellent Communication skills
• Understanding of CVEs and ability to remediate
• Ability to apply critical patches and undertake relevant post deployment checks
• Understanding of Splunk and familiar with interpreting data in the Splunk dashboards
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by – HSBC Software Development India